Job title Care Coordinator

Reports to Operations Manager or Department Supervisor

Key Relationships Clients, Veterinarians, and Support staff

Our Purpose
Everything we do enhances the bond between people and pets. As a veterinary medicine practice, we give voice to animals in need, and advocate for their wellbeing with compassion and clinical expertise.
Together, we engage our skills and knowledge to connect with our community, take pride in our efforts, and do our best in every situation – because it’s the right thing to do.

Our Vision
This is our “just cause”. It describes the world, as it would be if our purpose were to be fully achieved.
It’s what we see in the future that we strive to build.
To help our community thrive by enabling people and pets to have fulfilling relationships.

Our Mission
As a progressive veterinary medical practice, we consistently pursue excellence through hard work: to learn, teach, and improve. We value our position in the community and never compromise care. We earn respect—by providing respect— to every pet, every client, and every employee – every time.

Our Shared Values
What we believe, and how we behave—to make our vision a reality—when everyone is watching, or no one is watching.

Integrity: Be Kind.
Honestly, ethically, and tactfully address difficult situations – and consistently treat everyone (patients, clients, staff) with fairness and respect.

Problem solving: Be curious.
Continuously strive to find answers – to deliver the best-possible medical, personnel, and client outcomes.

Learning & Teaching: Be driven.
Seek knowledge, share knowledge and w ork together – to encourage healthy interactions and provide exceptional patient care.

Dependability: Be consistent
Accurately communicate expectations, take ownership of responsibilities, and be fully present – in all interactions.

Improvement: Be progressive.
Promote a stable workplace that provides advanced veterinary medicine—driven by an innovative mindset—backed by owners and staff who embrace our values.

Job purpose

The Care Coordinator is the client’s first point of contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors alike. The

Care Coordinator aids the practice by answering telephones, greeting clients, receiving, and relaying client correspondence, updating client financial records among many other administrative tasks. The Care Coordinator is a primary agent in client communication and, as such, can diffuse negative client situations and foster client bonding to ensure the best possible client experience.

Essential Job Functions

• Answers client inquiries about basic animal care and routine procedures.
• Must have dependable and reliable attendance.
• Educates clients on over-the-counter products to promote client education and sales.
• Admits patients and handles medical record entries accurately.
• Prepares health certificates and immunization certificates,
• Understands and prepares client invoices for services performed when necessary.
• Accurately handles payment transactions.
• Maintains an effective veterinarian appointment schedule through the practice management software through screening and prioritizing cases that need to be seen.
• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handles calls quickly, efficiently, and in a professional and friendly manner using a multi-line system.
• Enters and updates client and patient information into practice computer software.
• Outlines costs and fees in a positive light while supporting hospital payment policies.
• Turns future clients into clients through relationship building, bonding, and superior service.
• Handles client correspondence including appointment reminders.
• Maintains a professional/welcoming appearance of the front office and exam rooms through cleaning and organization.
• Conducts oneself in a confident and professional manner with clients even when situations are stressful.
• Maintains positive, cooperative relationships with other employees.
• Performs other duties as assigned.

Minimum Qualifications

Educational/Training Requirements:

• Minimum of 18 years old
• High School Diploma or Equivalent.
• 2 year of Customer Service

Personal Requirements:

• Bilingual preferred.
• Ability to work in a fast-paced environment.
• Willingness to learn humbly.
• Ability to work within a team setting and also be self-motivated.
• Excellent communication skills.
• Experience in veterinarian medicine preferred.
• Must have a clean and professional appearance,
• Must be available weekends, evenings, and holidays.
• Must have reliable transportation to work at any of the facilities depending on organizational need.
• Must be able to identify with and exemplify the Shared Values of Cascade Veterinary Clinic.

Working conditions

• Must be comfortable with animals, disruptive noises, and strong odors.
• Work in a stationary position for prolonged periods of time.
• Work requires transporting and handling heavy objects or animals (assisted by other staff members with objects or animals over 40 lbs.).

Direct reports: None

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Expected hours: 36 – 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Weekends as needed

Experience:

• Customer Service: 2 years (Required)

Language:

• Spanish (Preferred)

Work Location: In person